Job Description

Location: this role works on-site three days a week in Plano, TX. We will not consider fully remote applicants for this position.

Overview

As a Service Delivery Manager, you will lead the oversight and management of a large, outsourced vendor for our client. You will focus on understanding the vendor contract, ensuring optimal performance, meeting service level agreements (SLAs), and driving excellence in operations. This role is crucial in ensuring effective management, meeting contractual obligations, and optimizing supplier performance.

What is the Impact of this Position?

At K&B Global Services, Service Delivery Management is at the core of our success. We are passionate about process mastery, relentless optimization, and delivering top-tier client satisfaction. We trust our Delivery Managers to be the essential link between business strategy and technical execution, ensuring that both sides of the equation come together for exceptional results. Your expertise will shape the quality of operational work while informing broader client objectives.

Our Delivery Managers anticipate challenges, proactively bridge gaps, and offer strategic counsel to keep us ahead of the curve. In this role, you'll have the unique opportunity to partner with Fortune 500 teams, enabling their success while steering complex projects toward impactful outcomes.

Key Responsibilities

• Oversee and manage the Application Development Services provided by outsourced vendor across one or more business units
• Develop a collaborative and strategic relationship with the outsourced vendor and internal managers
• Lead and guide a team of internal and external resources to provide comprehensive application development support
• Prioritize and ensure timely resolution of application development related issues
• Enforce service level agreements to guarantee excellence in service delivery
• Lead and support Agile practices within vendor teams and internal teams, ensuring efficient and iterative service delivery
• Facilitate activities to help stakeholders understand contractual obligations with suppliers; actively manage and ensure suppliers meet their contractual obligations.
• Collaborate with suppliers and stakeholders to drive measured excellence in application operations; modify metrics if needed
• Work with stakeholders to ensure accurate understanding and compliance with supplier SLAs, KPIs, operational level agreements, and other performance indicators
• Collaborate with suppliers and stakeholders to measure supplier performance against required deliverables
• Provide reporting and analysis on the utilization management of suppliers
• Establish processes for reviewing and documenting supplier work, including level of effort estimation, resource capacity, and utilization management
• Proactively identify and mitigate risks that could impact service delivery. Address service-related issues efficiently and ensure minimal impact on business operations
• Leverage productivity improvement tools (e.g., CI/CD pipelines, DevOps tools, automated testing frameworks) within the SDLC to optimize delivery processes and reduce time-to-market for application services
• Ensuring seamless operations, driving performance excellence, and maintaining effective vendor relationships

Requirements

• Bachelor's in Information Technology, Computer Science, or related field or equivalent experience; Master's degree preferred.
• 7+ years of experience in software application development support and management services with a focus on outsourcing
• Distinguished leader and manager; strong communication and negotiation skills
• Proven experience in managing outsourced vendors in ADS environments
• Strong understanding of SLAs, KPIs, and operational improvement initiatives
• Extensive experience managing vendors, tracking SOW obligations, and ensuring service delivery across multiple projects
• Adeptness in Agile delivery with experience leading service delivery transformations
• Familiarity with productivity improvement tools within the SDLC, including CI/CD tools, automated testing frameworks, and DevOps practices
• Experience in risk management, stakeholder communication, and driving service quality improvements
• Expertise in Agile methodologies and tools (e.g., Scrum, Kanban, Jira) to oversee service delivery
• Strategic thinker with the ability to align ADS strategies with organizational objective
• Analytic and Kaizen mindset of continuous improvement
• Familiarity with automation and innovation in ADS
• Preferred Certifications include: ITIL (Information Technology Infrastructure Library) or similar certifications in IT Service Management, Certified Scrum Master (CSM) or similar Agile certifications, Program Management Professional (PgMP) or Project Management Professional (PMP)

Applicants must have the legal right to work in the United States. K&B Global Services is unable to provide visa sponsorship at this time.

K&B Global is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

Job Tags

Similar Jobs